Client Support Analyst

The Client Support Analyst I provide first level end user resolution to customer inquiries escalated through all access channels. The support is often consultative and addresses basic to intermediate service-related matters. The Client Support Analyst I perform a wide range of subject matter expertise in the area of SAP Concur cloud-based products and solution including the Concur Travel and Expense management product and/or ConcurGov.

This is an in-office position and does not support remote work.

Responsibilities:

• Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines. 
• When appropriate provide consultative guidance to customers towards the resolution to their service issue.
• Communicating issues with internal groups to resolve urgent or escalated issues when needed.
• Evaluating incoming, existing tasks, and routing them to the appropriate team.
• Utilize various methods of retrieving logs and locating logs manually if needed.
• Effectively manage expectations that are set with customers.
• Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
• Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions.
• Escalate unresolved client issues as necessary to ensure timely resolution.
• Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve escalations.
• Routinely update the client, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status.
• Interface with other SAP Concur departments as necessary to resolve customer issues.
• Maintain working knowledge of products including new releases and new products.
• Be aware of and comply with all corporate policies..
• Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

Education, Experience & Training required:

• Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred) 
• Familiarity with customer service and support for software or other information technology products.
• One or more years of troubleshooting software/hardware issues.
• One or more years in a role interfacing with customers
• Travel industry knowledge is preferred but not required.
• Ability to pass a background check.
• Must be able to obtain Government Public Trust security clearance.

Job Specific Knowledge and Specialized Skills:

• Excellent analytical, written, and verbal communication skills, including persuasion and documentation skills.
• Ability to think logically.
• Ability to plan and to prioritize.
• Ability to deliver results and meet SLAs (Service Level Agreements) in a fast-paced environment.
• High personal standard of Customer Service
• Familiar with Windows OS (Operating System), basic security and its built-in applications.
• 1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments
• Experience in utilizing a CRM system to track and resolve issues.
• Travel industry and global distribution system knowledge a plus